---
title: Acknowledging customer orders
order: 11
updated: 2026-06-24
---

# Acknowledging customer orders

When a customer places an order, you can send them a one-time "thank you for your order" acknowledgment — a courtesy note confirming you've received their order, with the order's product table and (optionally) a copy of their PO attached.

## Who can send

Users with the *Send Order Acknowledgment* permission (depends on *View Sales Orders*). Editing the acknowledgment template needs the same *manage personalisation* permission used by every other mail template.

## Opening the screen

1. Open *Sales → Orders*.
2. Click the options dropdown in the page header (top right).
3. Pick *Order Acknowledgment*.

Every active order that has **not** yet been acknowledged appears here. The moment you send or ignore an order's acknowledgment, it drops off this list — acknowledgment is a one-time action, so there are no checkboxes; each row has its own **Send** button.

## Filters

Search-as-you-type by *Customer*, *Contact Person* (scoped to the customer), *Product Head*, *Product Code* (scoped to the head), *PO Number*, and *Enquiry No*.

## Sending an acknowledgment

1. Click **Send** on the order's row. A modal opens showing the full order — customer, contact person, PO details, and the product table (expand a row for its description and HSN).
2. At the bottom:
   - **Send Acknowledgment** (right) — composes the mail from your firm's template, attaches the PO copy if configured, and queues it. The mail goes to the contact person's email (or your fixed mailbox, depending on the template's recipient mode).
   - **Ignore** (left) — for orders that don't need a thank-you mail. No mail is sent; the order is recorded as acknowledged-ignored and leaves the list.

Both actions are **permanent** — an order can't return to this list once handled — and both are recorded in the order's **Mail History** (who did it and when).

## Where the record lives

Open the order (*Sales → Orders → View*), then the options menu → **Mail History**. The acknowledgment send (or ignore) appears there alongside the order's quotation and follow-up history, tagged *Acknowledgment*.

## Customising the mail

In *Settings → Firm Customisation → Sales Communication → Order Acknowledgment* you can set:

- **Recipient mode** — contact person's email, a fixed mailbox, or hybrid (sender chooses at send time).
- **CC / BCC** lists — always copied on every acknowledgment.
- **Subject** and **body** — rich text with tokens: `{customer}`, `{contactPerson}`, `{enquiryNo}`, `{poNo}`, `{poDate}`, `{orderDate}`, `{productsCommaSeparated}`, and (body only) `{ProductTable}`, which expands to a styled table of the order's products.
- **Attach PO copy** — includes the customer's PO documents (when the order has an arrived PO).

## Email account & policy

The acknowledgment uses an email account allowed for the *Send Order Acknowledgment* use-case under *Settings → Firm Customisation → Email → Policy*. If no account is permitted, sending is blocked with a clear message — configure the policy first.